The most recent content from our members.
We had a great ask in the chat during our ITSM Customer Session at SolarWinds day, sparking the question: What are some learnings or best practices in terms of service catalog structure or knowledge base standardization that different teams have implemented in their own organizations? Some thoughts from the session:…
The Default Text and Help Text on Custom fields is really helpful in assisting End Users to input correct detail first time. Similar on the Subject and Description Boxes would be useful as well in capturing good information on the first submission otherwise End User just write "Issue" or "Problem" which has little context.
We have a need to add a grid like parts list to a service request, which could be created with a series of text fields, however, fields cannot be reused. So this request could focus on the ability to reuse custom fields on a form or reuse input fields on a service catalog item. However, this would not be an attractive…
Good morning! I am trying to generate a purchase request form from the service catalog with a quantity and price. I have a custom field called Grand Total that I would like to have it be calculated automatically using the quantity x price. I have multiple lines for quantity and price so the idea would be to have something…
So what i mean by nested is to add a Parent Child relation to related tickets. An example is we get a ticket from HR advising that several new associates are being hired we then create a internal Service catalog item per new associate and related it to the original request for tracking it would be nice to show its a child…
Each Service Catalog Item should be able to have a priority set to that request. For example, a Password Reset may be a medium priority, while a software upgrade might be a low priority. Right now, the only way to set this priority is to have a step in the process to set the priority. However, this is not ideal for a…
It would be nice if we could create a reminder in processes. I'm thinking mostly for changes, but I'm sure it could be used in other places as well. For example, we often push our changes to a test group and then leave it alone for a while before pushing it to all users. This is easy to forget about, though. So it would be…
When you hear the term service desk, what generally comes to mind? Perhaps it’s to get a password reset, maybe ordering a new laptop, your run-of-the-mill asks for IT. Have you ever considered how the service desk could become a more central resource to the business, providing more than services for IT alone?…
We’d like to request an enhancement related to Service Request management. While we’re aware that it’s possible to download ticket details in bulk, we’re specifically looking for a way to bulk download the attachments associated with Service Requests. Currently, it seems we would need to manually open each individual…
I would like to put out the idea of adding more rigid time intervals for when service catalog items will auto generate. For example: 1st Monday of the month.(to avoid weekend tickets) 1st Monday of the quarter. 3rd Friday of the month etc.... We have compliance based tasks that need to be generated at specific times of the…
It looks like you're new here. Sign in or register to get started.